A results-driven leader with a bias for measurable outcomes.

I'm a senior operations and business transformation leader with 23+ years of experience, including 18+ years in senior leadership, building and improving large-scale BPO, contact centre and customer operations across India and international delivery environments. I've led 300–600+ FTE operations, aligning workforce strategy, service delivery, customer experience and commercial performance with business objectives.

My record includes 30% business growth at Quickom, 20% productivity improvement at Transcendix, 25% lower attrition at MegaaOpes and £29.79M in Lloyds TSB collections performance through IBM Daksh, representing 104% year-on-year growth. Across Quickom and MegaaOpes, I delivered ₹3.6 crore in combined annual operating cost savings — 14.4% across a ₹25 crore baseline — while maintaining service quality. I sustained 95% annual average SLA attainment at Quickom and improved IBM Daksh process SLAs from 60% to 94% within 12 months.

I bring a commercially focused, transformation-led approach spanning workforce optimization, performance governance, Lean Six Sigma, process redesign, analytics and technology-enabled improvement. I develop management teams, strengthen accountability and translate business priorities into measurable delivery outcomes, drawing on experience supporting UK and US customers and leadership in India and the UAE.